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Director User Support

New York, NY

This Director position is responsible for Information Technology End User Support Firm-wide with a focus on Desktop support, Help Desk Support, and Video Conferencing. This senior management role will have 3 supervisors/managers reporting in to it, and will lead about 25 total user support resources plus additional contract project-based and outsourced resource teams. This role reports directly to the Firm’s Chief Information Officer and is a key contributor to current and future strategic technology direction for a Firm of 1,700 total personnel including, 850 attorneys, and 40 regional offices. The candidate for this position will need to be a strong leader of staff, external vendors/service providers and project management, and who exhibits the ability to perform on a strategic and transformational level with other Leaders at the Firm.

  • Minimum of 5 years’ experience leading IT End User Support departments, including Desktop and Help Desk
  • Minimum of 2 years’ experience in a senior management role leading junior managers/supervisory resources
  • Minimum of 5 years’ hands-on technical user support experience across multiple technical disciplines
  • Minimum 3 years’ experience leading project teams inclusive of scope, scheduling, budgeting, and project planning in an environment with aggressive delivery goals
  • Experience leading project teams using a structured project lifecycle, preferably using Agile methodology and JIRA
  • Vendor management experience creating Statement of Work, contract review/negotiation and overseeing vendor resources
  • Stable work history with at least 2 years average duration per employer, few breaks in employment, and with progressively increasing career responsibility
  • Skilled communicator with exceptional written, verbal, presentation, and interpersonal skills. 
  • Experience transforming teams through technology, organization, culture, process, and business change management
  • Experience leading firm-wide technology re-platform programs and organizational realignments
  • Hands-on leader, visionary, and problem solver with a passion for excellence
  • Exceptional customer relationship and negotiation skills
  • Outstanding performer, persistent and pro-active leader, exceptionally detail oriented, and driven to exceed expectations
  • Bachelor’s degree in Computer Science or related field required
  • Experience within a Legal or Professional Services Firm highly desired
  • ITIL V3 Foundations or Higher certification highly desired

  • Provide hands-on senior management for Desktop and Help Desk solutions and 3rd party vendor products.
  • Establish and track improved key performance metrics for all IT personnel, inclusive of Responsiveness/Service Level Agreements, Aging, VIP support, Productivity, and User Satisfaction reporting.
  • Improve, implement, and ensure compliance with ITIL toolset for entire Information Technology department including Service Management, Incident Management, Problem Management, Change Management, and Service Transition
  • Provide leadership for major technology platform transformation and change management, where 10+ years of legacy technology is being re-platformed to become a competitive advantage.
  • Provide senior project management for firm-wide initiatives. Ability to decompose large initiatives into constituent projects and executable technology delivery goals. 
  • Provide 3rd party Statement of Work, contract review/negotiation and expert management of vendor resources for projects that impact the desktop such as upgrades to desktop hardware, operating systems, MS Office, Document Management System, remote desktops, video conferencing, building out new offices, etc.
  • Provide leadership, coordination and communication for operational issues, production outage Incident Management and follow-up Problem Management to ensure root cause is quickly identified and permanently remediated.
  • Create and approve written firm-wide IT Communications for technology-related incidents, planned outages, changes, etc.
  • Document IT standards, policies and procedures pertaining to end user support
  • Lead Video Conferencing bridging and end-point services, including implementation/upgrades, support and event scheduling
  • Provide organizational and cultural change leadership. Ensure staff is responsive to business and client needs. Create a sense of delivery urgency and motivation. Build a culture of pro-activity, business cooperation, continuous improvement, and exceptional service delivery.
  • Provide coaching and mentoring for junior managers on team to help them be successful and continue to progress their career
  • Conduct research and feasibility studies on leading edge technologies and provides cost/benefit analysis for their implementation.
  • Establish departmental vision, strategic road map for technical platforms, and lead all aspects of department’s technology services
  • Ability to raise the bar on performance, maximize resource utilization/productivity, provide coaching/mentoring, annual performance appraisals, staff hiring, and capability to manage and address performing concerns.

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